What Do Pharmacists Like (or Dislike) About Their Pharmacy Software System?

Picking a pharmacy software system is a long-term investment. You want to find a great match for your pharmacy and be satisfied with your decision, not find yourself regretting it.

This software system will help shape your pharmacy’s workflow and overall success. It’s a decision of great consequence and responsibility.

The best point to start is to figure out exactly what fellow pharmacists look for in software.

The Secret Power of Satisfaction

Customer satisfaction scores are a powerful metric to consider when evaluating software.

What do the current users of a particular software really think about it? What are its strengths? Downfalls? These insights can give you an inside look at what to expect from partnering with a vendor.

Through our unbiased Direct Opinions survey of approximately 2,000 independent pharmacies, we found the overall customer satisfaction scores of different vendors using a metric called Net Promoter Score (NPS).

NPS is an indicator of customer loyalty and the overall satisfaction of a vendor’s users.

A high NPS score demonstrates that a vendor has mostly happy customers. On the other hand, a negative NPS score indicates that a vendor has more dissatisfied customers than satisfied ones.

Only software vendors with 100 or more people surveyed are shown in the survey. The results can be seen here:

PioneerRx has the highest intersection of market share and customer satisfaction. Other vendors include, in descending order of market share, Rx30, DigitalRx, Micro Merchant Systems (PrimeRx), QS/1, ComputerRx, Liberty, BestRx, SRS, and McKesson (EnterpriseRx).

Now, you can look at the scores, but don’t you want to know what these people thought when they gave their ratings? Each person was also asked what factor contributed most to their satisfaction — or dissatisfaction.

Their responses give a deeper insight into what characteristics of pharmacy software are the most influential when it comes to overall satisfaction.

Which Factors Contribute Most to Customer Satisfaction?

These are the top 3 factors that survey respondents cited as the main reason for their satisfaction with their current pharmacy software system:

Ease of Use

Your pharmacy software system is supposed to work for you, not the other way around. Different software appeals to different pharmacists and their needs.

Pharmacy work involves many complex and time-sensitive tasks, so have a software system that is both intuitive and efficient. The correct answer for you might not be the right answer for another pharmacist, and that’s okay.

Support

Customer support can make or break your pharmacy’s performance. Software systems are always improving and adapting to the current needs of the industry.

Your support team is supposed to help you with anything regarding the software. No matter how big or small, the best support teams communicate clearly and effectively.

Features

The more features your software offers, the more your pharmacy can offer exceptional patient care. The pharmacy industry is always evolving, focusing more on patient convenience and automation.

Whether it’s offering clinical services, a wide array of vaccines, translation services, and more, have a software system that matches your ambition.

What Factors Contribute Most to Customer Dissatisfaction?

These are the top 3 factors that survey respondents cited as the main reason for their dissatisfaction with their current pharmacy software system:

These three factors of customer dissatisfaction all revolve around not allowing pharmacists to achieve what they’re capable of.

If your software system is difficult to navigate through, has poor vendor support, or has few features beyond filling a prescription, you will not be able to provide exceptional patient care for your community.

The Best Measure of Happiness

The quality of your pharmacy software system determines your pharmacy’s success and customer satisfaction.

The best software systems allow you and your staff to efficiently work and give your patients the care they need. They allow you to strike the balance of efficiency and careful attention to detail.

Successful pharmacy software is easy to use, offers exceptional customer support, and is equipped with robust features.

To read more about customer satisfaction and view the full results of the Direct Opinions survey, visit our Compare Software page.